Social Media Manager

• Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels
• Elevate real-time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations
• Host cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering to rapidly address root issues and invest in prevention
• Oversee escalation workflows—including human handoffs from AI to expert responders—to eliminate chatbot loops and ensure customer empathy and effectiveness
• Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability
• Manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident
• Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences
• Role embedded within the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience

Head of Social Media Support Programs

Praktikum Communications – Social Media

Social Media & Content Creation Intern

Werkstudentin – Video-Content-Creation, Social Media

Social Media Strategist

Social Media Intern